Guest Services Director

Canyon Ranch-posted 4 months ago

Full-time • Manager

Spicewood, TX

1,001-5,000 employees

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Canyon Ranch guides the pursuit of wellbeing on a path through immersive destinations to a lifetime of proven answers. We inspire your well way of life through Integral Answers, Personal Guidance, Lifetime Impact and Evidence-based Progress. Now, we are building on this expertise with the launch of our new Canyon Ranch Resort in Austin, TX opening Q4 2026. We are seeking the Director of Guest Services who will be the culture leader and operational champion for the guest experience, responsible for ensuring every aspect of the guest journey - from pre-arrival to post-departure - is seamless, personalized, and exceptional. This role inspires and motivates team members to deliver unparalleled service while upholding Canyon Ranch’s values, culture, and standards. As both a strategic operator and hands-on leader, you will be required to balances operational oversight with financial and performance objectives, ensuring guest satisfaction and loyalty while driving team engagement and property success. Be part of the Canyon Ranch team and a culture whose purpose is to make lives happier and healthier.

Lead, mentor, and inspire Guest Services, Front Office, and Rooms teams, cultivating a culture of excellence, collaboration, and engagement.
Uphold and champion the brand culture on-property, modeling professionalism, energy, and genuine care for both guests and team members.
Serve as the primary ambassador for the brand, ensuring an elevated, distinctive, and consistent guest experience throughout every touchpoint.
Oversee all aspects of the guest journey, including pre-arrival communication, on-property engagement, and post-departure follow-up.
Curate personalized guest experiences, reviewing profiles and reservations, anticipating needs, and coordinating unique itineraries with internal departments.
Handle guest requests, complaints, and special situations promptly, exercising sound judgment to ensure satisfaction and loyalty.
Ensure seamless delivery of amenities, luggage, and VIP services, coordinating with other departments as needed.
Conduct daily inspections of suites, public areas, and operational setups to maintain the highest standards of cleanliness, readiness, and brand alignment.
Maintain knowledge of property systems, elevated hospitality standards, and service innovations to continuously enhance the guest experience.
Monitor operational and financial performance, analyze reports, and implement improvements to meet short- and long-term objectives.
Make data-driven decisions to optimize service delivery, team efficiency, and property outcomes.

Minimum of three years’ leadership experience in luxury hospitality, preferably in a role overseeing Guest Services, Front Office, or Rooms operations.
Experience managing or supporting the entire guest journey, including VIP and high-touch service experience.
Collaborative, innovative, and energetic personality with a demonstrated commitment to guest service and team development.
Strong financial acumen, with the ability to review reports, track performance metrics, and manage budgets.
Exceptional interpersonal, communication, and problem-solving skills.
Ability to work flexible hours, including evenings, weekends, and holidays.

Competitive salary and benefits package, including health, dental, and vision insurance, 401k matching, and paid time off.
Partner and collaborate with world-class experts in the fields of health, fitness, spa and health & performance.
YouPlay - Exclusive access to Canyon Ranch amenities and discounted programs at our properties.
A supportive and collaborative team environment.
Opportunities for professional development and growth.

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